IBM Case Manager Implementation
IBM Case Manager implementation
- Outward Telegraphic Transfer and Credit Card Processing Solution implementation
- Built rapid design and deployment framework for easy development and rollout of multiple case management solutions
- One of the largest Case Management User base. First in Singapore
- Early technology adopter
- Multiple Language Support
- Complete Rules management
- Configurable User Interface
Built using EWS framework Enterprise Workflow Solution. IBM initially developed the framework. MITS is currently enhancing and supporting
Solution #1. Outward Telegraphic Transfer (OTT)
Host system is mainframe.
Barcode based straight through processing. All data entered by customer encoded into 2D barcode and scanned and recognized to integrate with external systems.
Solution #2. Credit Card Processing Solution
Host system is Powerlending (third party). Manual processing of rules.
Performed at COPC – Processing Center
Processes automated – Credit Card Application, Debit Card Application, Permanent Line Adjustment
Solution #3. Account Maintenance
Change of Address, Online Account Opening – Public Web, Personal Internet Banking
Host systems integration – Core Banking modules – RBK, BWCIF
Solution #4. Scan and View, Scan and Archive
Solution #5. General Solution
Case moves to a system exception queue while a case is being created
Solution #6. Scanning Solution (Datacap)
Scan Hub – centralized scanning system. Receive images either through fax or snail mail.
Scan and Archive – store electronic documents after a transaction is completed
Distributed Scan – distributed scanning solution used in the branches
Documents are mostly scanned with minimal index details. Unique ID is the customer identification (CIF).
Two levels of classification – Structured (those forms with barcode) and Unstructured (like letters). Once content is stored in the repository, the subscription launches a EWF workflow which will then launch the respective cases.
Departments – 7 to 8 back office departments.
70 to 80 branches
Reduced case processing time from minutes to 5 to 6 seconds
Data Entry Module – Showing specific sections of one document to different data entry operators to enter data and then collect all the data entered and combine into one transaction – Check with Ramakanth (workflow), Shanmuga Srinivas (components), and Poorna (UI) for more details on this solution. This in itself could be a good case study.